Technical Support Representative

We are seeking a dedicated Technical Support Representative to provide world-class support for our global customers. You will be the front line of communication for clients experiencing technical difficulties, ensuring swift resolution of issues through calls, emails, and remote sessions. This role requires a proactive problem-solver with strong communication skills and a commitment to exceptional service.

Key Responsibilities

• Customer Support (Phone & Email) :
• Respond to technical inquiries from global customers via phone and email, ensuring accurate and timely communication.
• Issue Triage :
• Handle and resolve C-level technical issues independently when possible; escalate more critical (B, A, S-level) or unresolved issues to the client’s Headquarters with proper documentation.
• Remote Troubleshooting :
• Conduct remote desktop sessions with clients to assist with software re- installations and other hands-on troubleshooting steps.
• Technical Documentation :
• Collect and organize necessary data related to incidents, including system logs, error reports, and reproduction steps. Maintain detailed case notes for each ticket.
• Escalation Handling :
• Flag and forward urgent issues to the HQ team with all necessary context for resolution.
• Shift Handover & Knowledge Sharing :
• Ensure smooth transitions between shifts with proper documentation and updates. Contribute to internal knowledge base development.

Requirements

Preferred Skills

Benefits